Hard Rock Hotel Riviera Maya

Great for accessibility. Spacious rooms. Great entertainment. Amazing service. Love the lagoons [Details]

mediocare facility, pools and rooms
limited pool chair access
man- made beach- limited water activity available, and no ocean waves or access to long- beach walks
limited activities for pre- teens- arcade and indoor pump track closed
limited day/ night entertainment [Details]

My family had a wonderful time at this hotel. We will be back in the near future. [Details]

It's was beautiful, very friendly people, the food was good [Details]

Our whole family had a great time here. There is so much to do for every age group, we liked the amazing music, and the food too. The rooms were a little small for a family of 4 but the staff immediately installed another bed so we were all able to sleep .
During our time there, a pipe burst outside our room and we had an early morning flood to deal with. Staff got us moved to another room quickly and efficiently and they arranged to dry clean anything that got wet. Oscar went over and above in terms of good service. He helped us out so much and ensured the rest of our trip was enjoyable. Thanks Oscar!!
The food was great too...especially the Brazilian restaurant. [Details]

My family really enjoyed our stay at the Hard Rock Riviera Maya. The resort is clean, the food is very good and the staff there are amazing. There is a lot of fun activities to participate in if you want, but if just relaxing is what you're looking for, you can certainly do that here as well. The beds are just double size, which we were aware of, but they are very comfortable. I've mentioned the staff, but again, they really are that good. Many of them made our stay quite enjoyable and memorable because of conversations we had with them, their friendliness, and just their happiness to be there. I'd definitely recommend this resort to families wanting to vacation in this area. And if you do not have kids, there is an adults only side, Heaven, that would be amazing to stay at as well. [Details]

The service and food were amazing. The rooms were very nice but would prefer queen beds instead of double. They appear to be great at recycling but it was hard to find a regular garbag so people just tended to throw garbage in recycling. The shows were very good too. [Details]

Our experience was second to none at hard rock hotel! Friendly staff, prompt service, great food! I even got sick off I'm assuming airplane food resulting in a doctor being sent to my room and prescribing antibotics! Overall GREAT EXPERIENCE! [Details]

Nice rooms, very clean resort. Lots of food, quality is very average. Staff very friendly and helpful, very eager to please (we were not pleased with the location of our first room, offered to move us in a few days when one came available). Resort credits were great for tours. [Details]

Fantastic holiday with our family (two adults, two kids age 5 and 8 months). Nanny service took care of the baby and out older daughter visited the kids club so we had the opportunity for a couple of dates. Always activities and shows available. Beaches were clean with lots of seating and cabanas available for rent. Several pools including whirlpools, kids zero entry pool and splash pad. Lots of variety for restaurants and buffets, and very accommodating and knowledgeablw about food allergies and celiac disease. A fantastic vacation spot! [Details]

I stayed at the Hard Rock Hotel Riviera Maya for Destination Wedding (WOW) training October 24-29, 2016. It was soon after arriving that I knew this would be one of my favorite resorts in the Riviera Maya and I have been to the area 12 times now. The grounds are very well kept, the staff is so friendly, the food is amazing... just overall a great resort in general. [Details]

PROS: Amazing staff, service outstanding, food great at a la cartes, rooms are spotless and modern with expensive liquour and a hammock on every balcony

CONS: not worth the price, VERY large resort, small beach, buffet food still good but not for price [Details]

Great staff...fabulous food..lots of choices...love being able to eat at more than 3 a la cartes. Free wifi and calling North America [Details]

Hotel was first class. There with my kids and it was great. Lots of swimming, food and activities. [Details]

The hotel is very clean and has beautiful grounds and design, however is still in the midst of a major construction in a lot of areas.There were a lot of obsticals and very noisy with the construction going on. We read that it had a man made beach but I must say that it still was quite a disappointment compared to many other resorts in the same area. Our room was a major issue....upon arriving there were no chairs or table on our deck. We had requested a room with two beds and got a room with one King. We went down to the front desk and apparently, at the moment, there were no other rooms available with two beds, which we found out later to be untrue, by talking to other people who did manage to get changed after we asked to be changed. They said to keep checking every day and maybe somthing would be available. We quit checking after two days. The maid service to our room was absolutly terrible. Every day we left the room between 8 and 9am. Our room was never cleaned before 5pm or later. We put the sign to clean our room on the door and usually the maids were in the hall right outside our door, but it still was not cleaned. On a couple of occaisions we had to call the front desk to get it cleaned so we could get ready for dinner. Every day we had to request towels....one day 1 bath towel for two people, most days,no hand towels,some days no face cloths or hand towels at all!!! One day no towels and no Bottled water. Some of the towel were a few washes away from becoming rags!!! On our first night I managed to leave a smudge of black mascara on my pillow case and top sheet, and it was very obvious, the bedding was not changed until the sixth night, when we finally called to have it changed. We had to phone and request to have our fridge restocked repeatedly. Most days no coffee packets left for the morning. We were to have robes and slippers for two in our room, all the room had was one robe. We were told we would have all these credits to spend in the hotel,which turns out to be quite a scam. There are only two items that can be purchased in the one shop and we would have had to go to guest services at the Hacienda Lobby (we were at the Heaven Lobby)and get some form filled out before we could purchase the two selected items, one being cigars and the other Tequila, that was the only things that could be purchased and you had to pay the 20% tax. Excursions could also be purchased which we did sign up for a tour to Tulum. I ended up getting very sick with travelers diahrea the day of the tour and they would not let me cancel the tour so I had to pay for it even though I could not go. I was also surprised to find that they did not stock the fancy tequila's at any of the bars. Pretty poor style for a hotel claiming to be a five star with premium liquor [Details]

We thought we booked for the heaven side which is what we requested but were surprised and dissappointed that it wasnt booked correctly.We had them change our rooms to be close to the adult side but the rooms were below par double beds, smell,no makeup mirror, no full lenth mirror. When i requested a better room i was told that that was impossible without a fee. Later in the week our friends requested and recieved a room without a fee. I asked again and was told i was put on a waiting list which i was not as the the front desk balantly lied to me and did not put me on a list>>>> I did get a room in section 8 on the 3rd last day which was in the family side with kids running up and down the hallway and constant bouncing balls i didn't complain as i had a king bed with no smell and other things promised in sale of this hotel. I would not stay here again... [Details]

Had a fun and enjoyable time despite some details that tried to make it the opposite.
The pools were plentiful and largely not used because the resort was not occupied.

Was placed in a room with a view of the maintenance service road, when we insisted we be moved - there was no offers made from the staff of management whatsoever - just a no. [Details]

Overall good. except hidden charges are varies between each guest. Some people ae paying 11% vs 20%. Need to fight with Vacation Planner. [Details]

This is definitely not a five star hotel. The food was tasteless and frequently looked like leftovers and there is no beach (it's actually man-made). It was not what we expected of a Hard Rock. While the service from the wait and cleaning staff was outstanding, I would NOT recommend this hotel. [Details]

Given all the reviews I read regarding the construction going on I was expecting a nightmare but was surprised with how well the staff is keeping the construction out of the way of the guests, there is some noise at certain points but the resort is big enough that you can easily find somewhere else to sit and the noise in our room was minimal. The room itself was nice although I think we were the first ones in that room since it had been rebuilt and there were a few problems but they were resolved quickly by the staff the night we checked in. Food was excellent. The service was excellent, my wife sprained her knee getting in the plane when we left and even though it wasn't their problem, the doctor at the resort checked it out and went to Playa del Carmen the night we checked in and found a brace for her. The resort itself is really nice, lagoons are beautiful and the pools are fantastic. [Details]

This was by far the best resort we've been to for service. The staff was friendly - always smiling and attentive...the resort was spotless and the food was amazing. We weren't sure what to expect - the last resort we booked in Mexico was terrible... But the Spa was absolutely wonderful!!! We booked in the spa but spent more time over on the cove side (family part) because there were less people. I know it's customary for people to put their towels on chairs to book spots by the pool etc... So we weren't too impressed that half of the chairs taken weren't used until mid-day - this is part of our reason for spending more time at the family section of the resort... It was quiet and there were chairs available at all times. The restaurants were cozy and the atmosphere was welcoming. We already have plans to bring our teen boys back in Nov. The general area had a ton of things to do for every age group... I'd recommend the report to anyone!!! [Details]

It was our first time in Mexico. First time at this resort. Staff and everything was EXCELLENT. Would recommend this place to everyone. Had a blast [Details]

Good food. Great service. Rooms and ground are kept clean. [Details]

Overall I would not stay at this resort again. I spent 5 days sick after eating at the Mexican restaurant. Reception staff were terrible to deal with. We would ask to break larger US bills and one person would say sorry we only have Peso's while the guy beside us was breaking US bills at the same time. We asked to extend the room, which they would only do for 1 hour. After 1 hour the cost was $120 for the room. First we were told until midnight, then when we went to book they said until 6 pm.....they finally extended until 8pm after some yelling (due to a flight delay).
The resort credits are great for the spa (which is the best thing about this place) and some trips (i.e. Tulum, golf lessons, etc.). You can use them to get 10 cigars and a box of tequila/mexican liquor....and they say that you can use them at the silver jewelry stores but.....the stores would want $350 US for a basic silver ring. There is no beach...which is ok if you like the pool...there were several pools. I found the restaurant selection to be limited....the best one was the italian rest. I was under the impression that the resort was part of the Palace chain where you could be shuttled between resorts however they are in the process of converting it to a Hard Rock. [Details]

The adults-only aspect was pleasant. The grounds are picturesque offering a waterfall, a shallow cove, wonderful foliage, interesting trees, a labyrinth hedge, gazebos and many interesting paths to walk along. Swimming with the fish in the cove is like an excursion in itself.
The grounds are clean and well kept. The staff is courteous and attentive. The food is good everywhere. Free phone calls to Canada and US are convenient.
This was a very enjoyable vacation. [Details]

Nice, but below our expectations of 5 stars. The staff was wonderful, the food although plenty was lacking in the quality we would have expected for 5 stars. No bottled beer on site, draft only which was not to our liking. [Details]

I read a lot of reviews as this was our first time in Mexico and our first all inclusive. The resort is currently going through renovations and is schedule to become a Hard Rock at the end of the year but you would not know it unless you looked for it. There were no intreputions, noises, or any disruptions as a result of the work going on.

Location

This resort is located about a 80min drive on the bus from the airport (we made three stops). It is about a 15min taxi ride away from Playa de Carmen (shopping, restarants, and night clubs)and about 30min away from Tulum.

Staff

The resort is very clean and we cannot say enough about the staff. We had everything we wanted and what we didn't was a phone call away. Very friendly and accomodating.

Spa

The Spa was really the cherry on top. We were given $1500 in credits that could be applied to the spa treatements, Romantic dinner (not recommended), and select tours. You will have to pay the taxes (11%)on what you use, so we paid $158 at the end.

Room

The room was great. We had a Garden View but when compared to the Ocean View rooms the view was the same. King Size Bed, Huge Jacuzzi Tub for two, hammock on the balcony, and everything else you would expect. Each building (9 in total) has a muscial instrument name (ours was Clairns)but if you take the digits from your room you can determine your location (eg. 3539 is Third Floor, 5th building room 39). The 5th bulding is beside the pool, central to all restuarants, the spa, and everything else. By 5pm the main pool area is empty, which spoke to the night life in general.

Trips

We did not use the resort credits and paid for a full day trip which included snorkelling on the reef, Zip lining, Rappeling, and snorkling in the under ground river system (Cenote). $119 each and worth every penny. We also spent an evening in Playa. 5th Ave is full of shops selling silver, clothing, and all kinds of stuff. We had dinner at a local taco stand that was off 5th Ave but the culinary highlight of the trip.

Bottom Line

If you are looking for a relaxing, well appointed resport that has everything you need, then this is your spot. If you have to have a beach, like to party hard, and want to dance all night then this might not be your spot although you are only a 15min drive to Playa where you can do all that. [Details]

Outstanding service,food,spa,accommodations,and people. Loved the adult only section. [Details]

This place is amazing the food the service and just the place itself is so well looke after and the staff is second to none they are awesome! First time I have been there but I would go back in a heartbeat I had the best vacation! Only thing I was kinda disappointed about was the sand on the beach at the hotel was kinda rocky! [Details]

have been to the Mayan on numerous occasions and this resort is one of the best. Staff is very friendly and accommodating,the food was excellent,no lineups or reservations for a la cartes resort and room very nice.Spa facilities were great.Close proximity to most excursions and sites. The only downside...no natural beach [Details]